Experienced professional with 14+ years in insurance industry, specializing in claim processes, policy administration, trainings, quality testing, UAT, and customer service. Skilled in providing exceptional customer service, developing procedures, and maintaining peaceful work environments. Creative and self-motivated with innovative ideas for learning transfer and strong interpersonal skills. Proactive manager with leadership abilities, strategic planning expertise, and problem-solving acumen to optimize coverage and operational demands.
Hi, I’m
SHOAIB KHAN
Assistant Manager Operations
New Delhi,DL
Summary
Overview
14
years of professional experience
2
Languages
Work History
NTT Data Services
Assistant Manager (BPO Supervisor)
09.2023 - Current
Job overview
- Pivotal in handling multiple call centre teams of 150 members.
- Manage and support a team of customer service representatives handling incoming healthcare-related calls (e.g., patient inquiries, insurance verification, appointment scheduling).
- Ensure agents are logged in, available, and handling calls as per schedule.
- Monitor live call queues and manage real-time call volume and workforce allocation.
- Track and ensure compliance with KPIs like: Service Level (SL%), Average Handling Time (AHT), First Call Resolution (FCR), Call Abandon Rate, Customer Satisfaction (CSAT).
- Take corrective action when SLAs are at risk.
- Enforce adherence to HIPAA and other healthcare compliance regulations.
- Monitor and audit live or recorded calls for quality assurance.
- Collaborate with the Quality team to address errors and implement corrective actions.
- Identify knowledge gaps and coordinate training sessions or refreshers.
- Ensure agents are updated on process changes, new tools, and healthcare regulations.
- Support onboarding new hires by overseeing nesting and transition to production.
- Resolve complex or high-priority issues escalated by providers (e.g., claim denials, billing disputes, critical appointment delays).
- Provide clear and timely updates to clients and internal leadership.
- Participate in client calls or business reviews.
- Provide regular and ad hoc reports on performance, process issues, and action plans.
- Maintain alignment with client expectations and escalate discrepancies or risks.
- Analyze call patterns and feedback to identify inefficiencies or pain points.
- Work on initiatives like call deflection (IVR optimization), knowledge base updates, or workflow automation.
- Collaborate with operations and quality teams to implement continuous improvement.
- Approve schedules, breaks, and leaves to ensure coverage.
- Coordinate with workforce management (WFM) to meet peak time requirements.
- Track shrinkage and attrition rates; develop plans to reduce both.
- Conduct regular one-on-one sessions to provide feedback and performance coaching.
- Support professional growth through mentorship and goal setting.
- Recognize and reward high performers.
- Ensure all performance, coaching, and issue logs are accurately maintained.
- Deliver daily/weekly/monthly dashboards and process reports to internal and client stakeholders.
- Forecasting manpower needs, defining job roles, and coordinating closely with recruiters to ensure timely and effective hiring.
- Evaluating candidates for skill, cultural fit, and job readiness while aligning recruitment processes with client expectations.
- Tracking key hiring metrics, ensuring compliance with policies and regulations, and supporting smooth onboarding of new hires.
CHCS Services(Capgemini)
Team Lead
09.2021 - 08.2023
Job overview
- Pivotal in handling call centre team of 35 members.
- Well versed with all phases of Insurance where Managing Call Centre, claim process and completing end to end policy administration, Trainings, Quality testing, UAT.
- Ensuring correct and cohesive dissimilation of information on Insurance products and services to the customers.
- Understand the company's insurance policies and products and be able help team members to take correct and productive decisions.
- Training new batches on new and existing products and services.
- Monitoring quality and ensuring quality standards on all calls and accurate process flow by Jr. Executives.
- Carrying Dummy account testing, conversion testing, migration testing and live testing on new and existing accounts.
- Conduct weekly call with onshore for updates and quality calibrations.
- Monitoring daily production and call flow queue of the team and successfully achieving SLAs on daily basis.
- Prepared Daily, weekly & monthly reports.
- Managing end to end complaint/escalations.
- Ensured delivery of key performance targets like Customer satisfaction (Quality), Complaints vs. resolution.
- Managing end to end Standard.
- Mentored new users to come up the learning curve.
Capgemini Noida
Process Lead/Team Lead
04.2015 - 08.2021
Job overview
- Assisting Customers in inbound & outbound by providing excellent customer service to help them take care of their Insurance related Concerns whether it be Policy administration or claims.
- Led transition of three processes from USA based organization.
- Well versed with all phases of Insurance from managing claim process and completing end-to-end policy administration to training and UAT.
- Involved in the recruitment of the new staff.
- Mentoring and training juniors and new staff.
- Managing team from preparing daily workloads for staff & coordinating the daily allocation of work.
- Handling client inquiries and acting as the face of the business.
- Have trained & mentored almost over 100 new hires.
- As a part of the customer service team, I was responsible for Daily SLA's and quality SLA's for process in an account for Universal American, AFLAC, Continental general Insurance, United Health Care and CUNA Mutual Group in the United States.
- I was responsible for taking care of any problem faced by the Policy Holders/Providers for above mentioned Companies related to their Policies/claims. And provide them first call resolution.
- Being a senior professional I need to ensure that misdirected call is transferred to the appropriate department so that the customer can get the First call resolution.
IGate Global Solutions Ltd.
Process Associate
08.2011 - 03.2014
Job overview
- Assisting Customers by offering them right resolution.
- Handled Inbound calls and emails for clients like BlackRock, City Financial group, and Hewitt.
- Handled the queries and complaints of the customers and resolving their escalated cases.
- Handling lead escalation and supervisor calls.
- Handling Billing/Claim Payments related queries, upgrade medical Plans and understands the changing needs of customers and help develop solutions in real time.
- Need to maintain the records of the calls routed with the summary.
- Ensure to provide first call resolution, follow the escalation process to provide timely resolution to customer's issue.
- Need to complete the Call within the Turn Around Time with a minimum 95% accuracy.
Education
CCS UniversityMeerut, India
Bachelor of Commerce from Accounting And Finance
04.2001
University Overview
Godwin Public SchoolMeerut, India
Higher Secondary from Commerce
04.2001
University Overview
ST. Thomas English Medium SchoolMeerut, India
Secondary School from Science Education
04.2001
University Overview
Skills
Process optimization leadership
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteHybridImportant To Me
Career advancementCompany CulturePersonal development programsTeam Building / Company RetreatsLanguages
English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Interests
Listening to Music
Travelling
Timeline
Assistant Manager (BPO Supervisor)
NTT Data Services
09.2023 - Current
Team Lead
CHCS Services(Capgemini)
09.2021 - 08.2023
Process Lead/Team Lead
Capgemini Noida
04.2015 - 08.2021
Process Associate
IGate Global Solutions Ltd.
08.2011 - 03.2014
CCS University
Bachelor of Commerce from Accounting And Finance
04.2001
Godwin Public School
Higher Secondary from Commerce
04.2001
ST. Thomas English Medium School
Secondary School from Science Education
04.2001
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